Hier finden Sie wissenschaftliche Publikationen aus den Fraunhofer-Instituten.

IT services

A special field of new service development
: Freitag, M.; Husen, C. van

Edvardsson, B.:
Service excellence in management : Interdisciplinary contributions; proceedings of a conference held in Karlstad, Sweden, June 15-18, 2004
Karlstad: Karlstad University Press, 2004
ISBN: 91-85019-81-X
Quality in service conference (QUIS) <9, 2004, Karlstad>
Fraunhofer IAO ()

IT services essentially exhibit all the characteristics of typical services as well as being strongly influenced by the associated hardware and software. The rapid pace of technological changes and the substantial shifts in the market in the last few years are industry-specific indicators. The development of IT service products was therefore investigated in a recent study. This study shows that IT services constitute a highly relevant research sub-topic of new service development. The results also serve as pointers to areas in which deficits exist at present and in which research into new methods is expected to create new potentials. The systematic development of an IT service product is visualised in a case study described in the following.